Job summary
We are looking for a current member of
the Care Group who understands and practices the values and has background
knowledge of the everyday challenges within the UTC. To provide real time management of a
high-quality service for patients and their carers who access the Integrated
Urgent Primary Care service 24 hoursa day 7 days a week.
To welcome
and work with patients in the Integrated Urgent Primary Care Service so that
they receive the most appropriate care, either from clinical staff, or by
signposting to other services as appropriate.
The post
holder will line manage a team of Care Navigators and will be their first point
of contact in matters of HR.
Main duties of the job
Senior Care Navigator will
provide a smooth running comprehensive administrative service for the Care
Navigators and Clinical staff to all aspects of the Integrated Urgent Primary
Care Services. The Senior Care Navigator will participate in a 4 week rolling rota
which will include earlies, days, evenings, weekends and bank holidays with the
occasional need to work night shifts
Senior
Care Navigator will be expected to manage problem situations as and when they
arise. These could include technical, administrative and staffing issues and
queries or complaints from patients and their carers.
Senior
Care Navigator will liaise with clinical staff to enable the smooth running of
the Integrated Primary Care service
Senior
Care Navigator has a responsibility to ensure that there is adequate
administrative staffing, so that patient care is not compromised.
Senior
Care Navigator has line management responsibility for the Care Navigators. including induction, training, 1 to 1 meetings
and appraisals.
Senior Care
Navigator will be fully conversant in the computer systems used by the services
(Adastra, Cerner and EMIS web) and will maintain the databases, run
uncomplicated search reports and train staff.
To
help the Integrated Primary Care Service and the Single Point of Access to
achieve their Key Performance targets without compromising the quality of the
services to the patients.
About us
Tower Hamlets GP Care Group (The Care Group) was incorporated as a community interest company limited by shares in September 2014. Every general practice in Tower Hamlets owns one share of £1. The Care Group was formed to manage borough level contracts on behalf of the practices, deliver primary care led services and support general practices, and to be the provider voice of primary care in the wider health and social care system.
Read up more about Tower Hamlets here: http://www.towerhamlets.is/
The Care Group is also a member of Tower Hamlets Together, a place-based integrated partnership, which includes Bart's Health, East London NHS Foundation Trust, the London Borough of Tower Hamlets and the Council for Voluntary Services.
The key priorities for the Care Group are:
- Innovation and support for primary care
- Being a great place to work
- Integrating primary and community care
- Providing of high-quality cost-effective care to local people
- Influencing improvements in health outcomes
Job description
Job responsibilities
Line management responsibility for a team of Care Navigators.
To develop a thorough knowledge of the GP Care Group
and to work in accordance with written protocols.
To provide excellent customer care, demonstrating
empathy; patience and a holistic approach to client/patient care, with
commitment to building effective working relationships.
To have good written and verbal communication
skills, with the ability to communicate with a wide range of providers and
users of services, including patients; carers; voluntary; social; primary and secondary
care providers.
To have a sound and up to date knowledge of local
health and social care policy, together with service availability and how to
access those services.
To access an accurate database of services available
for clients/patients.
To understand, and be able to disseminate, health
promotion information, using this to identify clients who might benefit from
these services and to signpost accordingly.
To keep accurate records of all client/patient
contacts, using the organisation databases and templates as directed, updating,
as necessary.
To understand the common needs and safeguarding
issues of vulnerable patient groups, including the elderly; housebound and
those with long-term conditions, including physical and mental disabilities.
To work with clinicians, in the care of patients
facilitating and helping with a variety of patient tests as appropriate.
To ensure the clinical areas are appropriately
stocked with relevant equipment daily.
To understand the legal, ethical and regulatory
principles of the NHS and know personal boundaries and when to seek help.
To be aware of own impact in the process of care;
the need for reflection on practice and resilience when faced with challenging
situations.
To understand the importance of confidentiality.
To respond appropriately in emergency situations.
To report any incidents that might compromise health
and safety for self, other staff, or customers/patients.
To assist in the training of other colleagues where
appropriate.
Other liaison/health promotion activities as agreed
with the organisation.
The post holder will be expected to participate in training
relevant to the needs of the service.
The postholder is expected to actively participate
in team meetings and contribute to the successful delivery of the service.
Job description
Job responsibilities
Line management responsibility for a team of Care Navigators.
To develop a thorough knowledge of the GP Care Group
and to work in accordance with written protocols.
To provide excellent customer care, demonstrating
empathy; patience and a holistic approach to client/patient care, with
commitment to building effective working relationships.
To have good written and verbal communication
skills, with the ability to communicate with a wide range of providers and
users of services, including patients; carers; voluntary; social; primary and secondary
care providers.
To have a sound and up to date knowledge of local
health and social care policy, together with service availability and how to
access those services.
To access an accurate database of services available
for clients/patients.
To understand, and be able to disseminate, health
promotion information, using this to identify clients who might benefit from
these services and to signpost accordingly.
To keep accurate records of all client/patient
contacts, using the organisation databases and templates as directed, updating,
as necessary.
To understand the common needs and safeguarding
issues of vulnerable patient groups, including the elderly; housebound and
those with long-term conditions, including physical and mental disabilities.
To work with clinicians, in the care of patients
facilitating and helping with a variety of patient tests as appropriate.
To ensure the clinical areas are appropriately
stocked with relevant equipment daily.
To understand the legal, ethical and regulatory
principles of the NHS and know personal boundaries and when to seek help.
To be aware of own impact in the process of care;
the need for reflection on practice and resilience when faced with challenging
situations.
To understand the importance of confidentiality.
To respond appropriately in emergency situations.
To report any incidents that might compromise health
and safety for self, other staff, or customers/patients.
To assist in the training of other colleagues where
appropriate.
Other liaison/health promotion activities as agreed
with the organisation.
The post holder will be expected to participate in training
relevant to the needs of the service.
The postholder is expected to actively participate
in team meetings and contribute to the successful delivery of the service.
Person Specification
Other Requirements
Essential
- Confident in communication methods and able to communicate effectively with a range of customer and provider groups
Qualifications
Essential
- Minimum GCSE English and Maths or equivalent
Experience
Essential
- Previous experience in reception or administrative role with customer contact and evidence of ability to use initiative and work independently
Knowledge
Essential
- Awareness of local health and social care system and range of pathways available in primary care
Skills and Abilities
Essential
- Trained and competent in blood pressure measurement
Person Specification
Other Requirements
Essential
- Confident in communication methods and able to communicate effectively with a range of customer and provider groups
Qualifications
Essential
- Minimum GCSE English and Maths or equivalent
Experience
Essential
- Previous experience in reception or administrative role with customer contact and evidence of ability to use initiative and work independently
Knowledge
Essential
- Awareness of local health and social care system and range of pathways available in primary care
Skills and Abilities
Essential
- Trained and competent in blood pressure measurement